Support Engineer Remote

At Expo, we make open source tools and services for app developers. Support at Expo runs the gamut from basic billing questions to deep analysis of build logs and how to architect multi-app codebases. We obsess over the details of designing our support systems to answer most questions before they’re even asked while opening direct lines with experienced mobile engineers for the trickiest problems.

We’re looking for a Support Engineer to join our Developer Success team and take ownership of our self-service support channels. This role is best described as a Tier 1 / Tier 1.5 Support Engineer position with strong systems and automation ownership. You will resolve a large percentage of inbound requests directly and partner closely with more specialized engineers when issues require deeper product or infrastructure changes.

As a Support Engineer, you will balance hands‑on user support with ownership of the systems that make support scalable. You’ll spend part of your time directly helping users and part of your time improving the tooling, automation, and processes that reduce support burden over time.

• Act as a primary first contact for Expo users, responding to technical, account, and billing questions with speed, clarity, and empathy.
• Perform initial technical triage and diagnosis, resolving a large portion of issues independently and escalating to more specialized engineers when deeper investigation is required.
• Own user communication throughout the support lifecycle, ensuring issues feel understood and progress is visible even when escalated.
• Work closely with other members of the Developer Success Engineering support rotation to ensure smooth handoffs and shared context.
• Identify patterns in incoming requests that indicate documentation gaps, product friction, or opportunities for automation.
• Own and continuously improve our self‑service support channels and help desk infrastructure, with the goal of answering most user questions before they ever reach a human.
• Configure, maintain, and evolve our Pylon‑based multi‑team support system, including routing, escalation policies, notifications, automations, and integrations.
• Design and prototype lightweight internal tools and workflows that reduce repetitive support work and improve response quality and consistency.
• Leverage AI‑assisted workflows to improve first‑pass diagnosis, summarize context for escalations, surface emerging trends in user issues, and enhance self‑service support.
• Build dashboards and reports that track support health, response and resolution SLAs, workload distribution, and recurring problem areas.
• Continuously improve internal runbooks and external documentation based on real‑world user issues and emerging customer needs.
• Bring the voice of the user closer to product and platform engineering teams by surfacing recurring issues, high‑impact pain points, and opportunities for improvement.
• Extend the reach of our support operations by monitoring and engaging with users across community spaces such as Discord, Reddit, Git Hub, You Tube, and other forums.
• Proactively identify high‑visibility or time‑sensitive issues in public channels and coordinate responses with engineers who can speak to those topics.
• Help bring product engineers into the support workflow through pairing, targeted escalations, or volunteer rotations, strengthening shared ownership of developer experience.
• Work closely with the Head of Developer Success to evolve and scale our support processes to effectively serve the next million Expo developers.
• Based on your interests and skills, contribute other shared responsibilities of the Developer Success Engineering team, such as:
  • Building and maintaining documentation
  • Creating blog posts, guides, or video content
  • Contributing to developer diagnostics and tooling such as Expo Doctor, internal Developer Success tooling, or other areas of the Expo codebase

Over time, we expect successful Support Engineers to spend an increasing portion of their effort on automation, tooling, and process improvements as our support systems mature.

• You can independently make decisions and come up with new, effective ideas on how to improve the process of…